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Utilization

Topic Detail
Navigation Admin → Contact Center → Utilization
Purpose Controls how many simultaneous interactions an agent can handle and which channels can interrupt others
Levels Organization-wide default + per-user override

Overview

Utilization defines agent capacity — how many interaction "slots" an agent has per media type and what priority rules govern interruptions between channels. It prevents agents from being overwhelmed while ensuring high-priority interactions (like voice calls) are never missed.

Organization-Wide Configuration

  1. Navigate to Admin → Contact Center → Utilization
  2. Set Maximum Capacity per media type:
Media Type Typical Capacity
Voice 1 (almost always)
Chat 2–3
Email 4–5
Message 2–3
Callback 1
  1. Configure Can be interrupted by checkboxes — defines which channels can interrupt an active interaction
    • Example: If an agent is working on an Email, can a Voice call interrupt? If checked, the agent sees the incoming call alert while the email draft stays open
  2. Block calls when on a non-ACD call — prevents ACD queue calls from reaching an agent who is already on an internal/personal call (Busy-on-Busy logic)
  3. Click Save

User-Level Override

To set different utilization for a specific agent (e.g., a Lead Engineer or Super Agent):

  1. Navigate to Admin → People & Permissions → People
  2. Select the user
  3. Click the ACD Utilization tab
  4. Toggle Inherit from Organization to Off
  5. Manually adjust capacity and interruption rules for this person
  6. Click Save

Key Technical Rules

Rule Detail
Capacity Number of simultaneous interaction slots per media type
Interruption Priority override — defines if a new channel can interrupt an active one
Non-ACD Blocking Busy-on-Busy for internal/direct calls vs. ACD queue calls
Alerting counts An interaction counts toward utilization when it starts Alerting (ringing), not when the agent answers
Voice interrupt Voice is always a "hard" interrupt — takes precedence over all digital channels
Transfers Non-ACD calls (transfers or direct dials) are excluded from utilization count unless "Block calls" is checked

Summary

Term Meaning
Capacity How many slots/sessions the agent has per channel
Interruption Priority override logic between channels
Non-ACD Blocking Busy-on-Busy for internal extensions vs. ACD lines

Interview Cheat Sheet

Question Answer
Where is utilization configured? Admin → Contact Center → Utilization
What are the two configuration levels? Organization-wide default and per-user override
When does an interaction count toward utilization? When it starts Alerting (ringing), not when answered
What does "Block calls when on a non-ACD call" do? Prevents queue calls from reaching agents already on internal/personal calls
What is the typical voice capacity? 1 — voice is almost always a single-slot media type
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